The 14-day period
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give consumers a 14-day cancellation period for most off-premises contracts, such as one signed at your home after a survey, and distance contracts made by phone or online.
For a service, such as a repair or a service visit, the 14 days run from the day the contract is made. For goods, they run from the day the goods are delivered.
Made-to-measure goods
Regulation 28(1)(b) excludes contracts for goods made to the consumer's specifications or clearly personalised from the cancellation right. A shutter made to the exact size of your opening, in your chosen colour, is that kind of product, so the statutory 14-day right does not normally apply to it, even before it has been made.
Services started early
If you ask for a service, such as a repair, to start within the 14 days and then cancel, you pay a proportionate amount for the work done up to that point.
Your other rights
Separately from cancellation, the Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described, and services must be carried out with reasonable care and skill. Those rights apply whatever the contract says.
Our approach
As a goodwill policy, you can cancel a made-to-measure order without charge until we place it with the manufacturer, which we do only after you accept the quotation and pay the deposit. We explain the cancellation position in writing before you accept.
Sources
This guide is general information, not legal advice. Rules can change; check with the relevant authority for your property.